Last Updated: October 31, 2026

Version: 1.0

1. OUR COMMITMENT

Westbridge Property Services Ltd is committed to providing reliable, professional and high-quality cleaning services.

We recognise that, despite our best efforts, customers may occasionally be dissatisfied with a service.

We take complaints seriously.

A complaint gives us an opportunity to understand what went wrong, put matters right where appropriate, and improve our services.

We will deal with complaints fairly, respectfully, promptly and objectively.

2. WHAT IS A COMPLAINT?

A complaint is an expression of dissatisfaction about our service, our staff, the quality of work provided, or the way a booking or service has been handled where the customer expects a response or resolution.

Examples may include:

• cleaning quality not meeting the agreed specification;
• areas being missed;
• damage to property;
• cleaner arriving late;
• cleaner failing to attend;
• inappropriate conduct;
• poor communication;
• incorrect booking information;
• problems with payment;
• concerns about a cleaner’s behaviour;
• concerns about safety;
• dissatisfaction with how a previous complaint was handled.

A customer does not have to use the word “complaint” for an issue to be treated as a complaint.

3. OUR COMPLAINTS PRINCIPLES

Westbridge will aim to ensure that:

We listen

We will give customers an opportunity to explain what happened.

We remain professional

We will communicate respectfully, even where the customer is unhappy.

We investigate

We will establish the relevant facts before reaching a conclusion.

We act proportionately

Minor service issues should not become unnecessarily complicated, while serious matters will receive appropriate attention.

We put things right where appropriate

Where we have made a mistake or failed to meet the agreed service standard, we will consider an appropriate remedy.

We learn from complaints

Where a complaint identifies a recurring problem, we will use the information to improve our services.

4. HOW TO MAKE A COMPLAINT

Customers can make a complaint by contacting Westbridge through the contact details provided on our website, booking confirmation or customer communications.

Complaints should, where possible, include:

• customer name;
• booking reference;
• date of service;
• property address;
• nature of the complaint;
• areas or services affected;
• photographs or other evidence where relevant;
• the outcome the customer is seeking.

Customers are not required to provide all of this information before making a complaint.

Where information is missing, Westbridge may request additional details to help investigate the matter.

5. COMPLAINTS ABOUT CLEANING QUALITY

Where a customer believes that the cleaning has not met the agreed standard, we will first establish:

• what service was booked;
• what was included in the service;
• the condition of the property;
• what work was completed;
• what the customer considers unsatisfactory;
• whether the issue relates to cleaning quality or a task outside the agreed service;
• whether photographs or other evidence are available.

Where reasonably practicable, Westbridge may offer an opportunity for the issue to be inspected or rectified.

6. REPORTING CLEANING ISSUES PROMPTLY

Customers are encouraged to report cleaning-quality concerns as soon as reasonably possible after the service.

This allows Westbridge to:

• establish the condition of the property;
• contact the cleaner while the job is still recent;
• investigate the circumstances;
• arrange a re-clean where appropriate;
• reduce disputes about subsequent changes to the property.

For cleaning-quality complaints, Westbridge may ask customers to report the issue within 24 hours of completion, where reasonably practicable.

This does not prevent customers from raising legitimate concerns after that period.

The nature of the complaint will determine the appropriate response.

7. PHOTOGRAPHIC EVIDENCE

Where a complaint concerns cleaning quality or property damage, customers may be asked to provide photographs.

Photographs should:

• clearly show the relevant area;
• be taken as soon as reasonably practicable;
• avoid unnecessary personal information;
• show the issue sufficiently for Westbridge to assess it.

Westbridge may also use photographs taken during or after a service where they were legitimately obtained for quality assurance, incident reporting or other authorised purposes.

8. PROPERTY DAMAGE

If a customer believes that a cleaner has damaged property:

The customer should:

1. Notify Westbridge as soon as possible.

2. Provide details of the item or property affected.

3. Provide photographs where available.

4. Explain when and how the damage was discovered.

5. Avoid disposing of or repairing the damaged item until Westbridge has had a reasonable opportunity to investigate, where practical.

Westbridge will:

• record the complaint;
• obtain information from the cleaner;
• review available evidence;
• consider the circumstances;
• assess whether the damage appears to have occurred during the service;
• consider any applicable insurance arrangements.

Customers should not assume that a complaint automatically establishes liability.

Similarly, Westbridge will not dismiss a complaint simply because the cleaner disputes responsibility.

The matter will be assessed objectively.

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9. SERIOUS INCIDENTS

Certain matters require immediate escalation.

These may include:

• alleged theft;
• serious property damage;
• physical assault;
• threats;
• serious injury;
• suspected criminal conduct;
• safeguarding concerns;
• serious data or privacy incidents;
• allegations of serious misconduct.

Such matters may be escalated to senior management and, where appropriate, reported to the relevant authorities.

Where there is an immediate threat to life or safety, customers and staff should contact the emergency services by calling 999.

10. COMPLAINTS ABOUT STAFF CONDUCT

Complaints about a cleaner’s conduct will be taken seriously.

Examples include allegations of:

• abusive behaviour;
• harassment;
• discrimination;
• inappropriate comments;
• intimidation;
• theft;
• unauthorised photography;
• inappropriate access to personal information;
• unauthorised work or payment arrangements.

Westbridge will investigate such complaints fairly.

Where appropriate, the individual concerned may be temporarily removed from assignments while an investigation is undertaken.

11. COMPLAINTS ABOUT A MISSED OR LATE APPOINTMENT

Where a cleaner:

• fails to attend;
• arrives substantially late;
• leaves significantly earlier than expected; or
• cannot complete the agreed service,

Westbridge will review the circumstances.

Where the problem is attributable to Westbridge or its service arrangements, an appropriate remedy may be considered.

Where circumstances outside Westbridge’s reasonable control caused the problem, this will be taken into account.

12. COMPLAINTS ABOUT ADDITIONAL WORK

A customer may sometimes believe that a task should have been included in a booking when it was not.

Westbridge will compare the complaint with:

• the service purchased;
• the booking details;
• the service description;
• any agreed additions;
• communications relating to the booking.

Customers will not normally be entitled to a refund for work that was never included in the booked service.

However, Westbridge will consider the circumstances fairly, particularly where the service description was unclear or misleading.

13. COMPLAINTS ABOUT SERVICE PRICING

If a customer disputes a charge, Westbridge will review:

• the original quotation or advertised price;
• the booking;
• additional services;
• applicable charges;
• discounts;
• payment records.

Where an error has been made by Westbridge, we will seek to correct it promptly.

14. COMPLAINTS ABOUT PAYMENTS

For payment-related complaints, Westbridge may request:

• booking reference;
• transaction information;
• payment date;
• amount paid;
• relevant correspondence.

Customers should never send complete payment-card details by email or through ordinary contact forms.

Westbridge will not request a customer’s full card number or security code as part of a normal complaint investigation.

15. INITIAL RESPONSE

Westbridge aims to acknowledge complaints promptly.

Where possible, the initial acknowledgement will confirm:

• that the complaint has been received;
• the person dealing with it;
• whether additional information is required;
• the next steps.

Straightforward complaints may be resolved immediately without requiring a formal investigation.

16. INVESTIGATION

Depending on the nature of the complaint, Westbridge may:

• review the booking;
• review service specifications;
• review communications;
• speak to the cleaner;
• speak to the customer;
• review photographs;
• review relevant records;
• inspect the property where appropriate;
• consider relevant policies;
• consider insurance arrangements;
• seek additional information.

The investigation will be proportionate to the seriousness and complexity of the complaint.

17. RESPONSE TIMES

Westbridge aims to provide acknowledgement within 2 working days of receiving a complaint.

Initial resolution

Straightforward complaints will normally be addressed within 5 working days.

More complex complaints

Where additional investigation is required, Westbridge aims to provide a substantive response within 10 working days where reasonably practicable.

If an investigation is likely to take longer, Westbridge will explain the reason for the delay and provide an updated timescale.

These timescales are targets rather than guarantees, particularly where information from third parties, insurers or other organisations is required.

18. POSSIBLE OUTCOMES

Depending on the circumstances, Westbridge may:

• explain what happened;
• apologise;
• arrange a re-clean;
• offer a partial or full refund where appropriate;
• correct a payment error;
• provide another reasonable remedy;
• reject the complaint where the evidence does not support it;
• take internal corrective action;
• provide additional staff training;
• change an operating procedure;
• refer the matter to an insurer or other appropriate organisation.

There is no automatic entitlement to a refund simply because a customer is dissatisfied.

The remedy will depend upon the circumstances and the terms applicable to the booking.

19. RE-CLEANING

Where a complaint relates to cleaning quality, Westbridge may offer a reasonable opportunity to rectify the issue.

A re-clean may be appropriate where:

• the relevant task was included in the booking;
• the work was not completed to the expected Westbridge standard;
• the issue can reasonably be corrected.

A re-clean may not be appropriate where:

• the task was not included in the booking;
• the condition of the property has materially changed;
• another person has subsequently cleaned or altered the area;
• the requested outcome exceeds the agreed service specification;
• the issue arises from pre-existing damage or conditions that cleaning cannot reasonably remedy.

20. REFUNDS

Refunds will be considered in accordance with Westbridge’s Refund Policy and the circumstances of the individual case.

Where appropriate, Westbridge may provide:

• full refund;
• partial refund;
• credit;
• re-clean;
• other reasonable remedy.

Refund decisions will take into account the service provided, the nature of the complaint, evidence available and applicable contractual and legal requirements.

21. CUSTOMER RESPONSIBILITIES

Customers are expected to:

• provide accurate booking information;
• provide safe access;
• disclose relevant hazards where reasonably known;
• communicate special requirements before the appointment;
• treat cleaners respectfully;
• avoid interfering unnecessarily with the cleaning process;
• report complaints honestly and promptly.

Westbridge reserves the right to refuse or terminate a service where a customer behaves abusively, threateningly or unlawfully, subject to applicable law.

22. ABUSIVE OR THREATENING COMPLAINTS

Westbridge will listen to legitimate complaints even when customers are upset.

However, abusive, threatening, discriminatory or intimidating behaviour towards employees or contractors will not be tolerated.

Where necessary, Westbridge may:

• end a telephone call;
• require communication in writing;
• suspend communication while an investigation takes place;
• refuse future bookings;
• take other appropriate action.

A customer’s right to complain does not include a right to abuse staff.

23. ESCALATION

If a customer is dissatisfied with the initial response, they may request that the matter be reviewed by a more senior member of Westbridge management.

The escalation request should explain:

• why the customer remains dissatisfied;
• which aspects of the original response they disagree with;
• any additional evidence they wish Westbridge to consider.

The escalation will be reviewed independently of the original decision where reasonably practicable.

24. FINAL INTERNAL RESPONSE

Following escalation, Westbridge will provide a final internal response explaining:

• the complaint;
• relevant findings;
• the decision;
• any remedy offered;
• any further action where applicable.

Where Westbridge considers the matter resolved, the final response may explain that the company’s internal complaints process has been completed.

25. COMPLAINTS INVOLVING INSURANCE

Where a complaint potentially involves an insured matter, Westbridge may refer the matter to its insurers.

Examples may include:

• significant property damage;
• personal injury;
• allegations that may give rise to liability;
• other incidents falling within the scope of an insurance policy.

Westbridge will cooperate with its insurers and may request relevant information from the customer.

26. DATA PROTECTION AND CONFIDENTIALITY

Information supplied as part of a complaint will be handled in accordance with Westbridge’s Privacy Policy and applicable data-protection requirements.

Complaint information will only be accessed or shared where reasonably necessary for:

• investigating the complaint;
• providing a response;
• managing the service;
• complying with legal obligations;
• dealing with insurers;
• preventing fraud or misconduct.

Customers should avoid including unnecessary sensitive personal information in complaint correspondence.

27. RECORDING AND MONITORING COMPLAINTS

Westbridge will maintain appropriate records of complaints.

Records may include:

• date received;
• customer details;
• booking reference;
• nature of complaint;
• evidence;
• investigation;
• outcome;
• remedy;
• escalation;
• corrective action.

Complaint information may be reviewed periodically to identify recurring problems.

For example, if several customers complain about the same service, Westbridge may review:

• the service specification;
• pricing;
• allocated time;
• cleaner training;
• equipment;
• cleaning products;
• customer expectations.

28. LEARNING FROM COMPLAINTS

Westbridge views complaints as a source of operational intelligence.

Where a complaint identifies a genuine weakness, we may:

• update training;
• modify cleaning checklists;
• change products;
• adjust service durations;
• amend customer instructions;
• improve booking descriptions;
• change quality-control procedures;
• review cleaner performance.

The objective is not merely to resolve the individual complaint.

It is to reduce the likelihood of the same problem happening again.

29. FRAUDULENT OR DISHONEST COMPLAINTS

Westbridge will investigate complaints fairly.

Where there is credible evidence that a complaint has been deliberately falsified or submitted fraudulently, Westbridge may take appropriate action.

This may include:

• rejecting the claim;
• restricting future bookings;
• referring the matter to relevant third parties;
• reporting suspected fraud where appropriate.

Westbridge will not make allegations of fraud without reasonable grounds.

30. COMPLAINTS FROM THIRD PARTIES

Where appropriate, Westbridge may accept complaints from authorised representatives of customers, landlords, property managers, commercial clients or other relevant parties.

Westbridge may require evidence that the person is authorised to discuss the booking or property.

31. EMPLOYEE AND CLEANER COMPLAINTS

This customer complaints procedure does not replace Westbridge’s internal employee grievance or disciplinary procedures.

Cleaners and employees who have concerns about their employment should use the appropriate internal procedure.

Where a customer complaint raises concerns about a cleaner, the cleaner will be given an appropriate opportunity to provide their account before an employment decision is made, subject to the circumstances and applicable procedures.

32. EMERGENCY OR CRIMINAL MATTERS

The complaints procedure is not intended to replace emergency services or law enforcement.

Customers should contact 999 in an emergency.

For non-emergency criminal matters, customers may contact the police through the appropriate non-emergency route.

Westbridge may cooperate with law enforcement or other competent authorities where legally required or appropriate.

33. CONTACTING WESTBRIDGE

Customers should use the current contact details displayed on the Westbridge Property Services website and booking documentation.

Westbridge Property Services Ltd

Website: www.westbridgeltd.co.uk

Email: complaints@westbridgeltd.co.uk

Telephone: 07465811021

34. REVIEW OF THIS PROCEDURE

Westbridge will periodically review this Complaints Procedure to ensure that it remains appropriate for the size and nature of the business and reflects changes to its services, operating procedures and applicable legal requirements.

OUR COMMITMENT

We understand that a complaint usually means that something has not gone as the customer expected.

Our approach is simple:

Listen. Investigate. Resolve. Learn.

We will treat customers fairly, investigate complaints objectively and take reasonable steps to put things right where Westbridge has fallen short.

At the same time, we will protect our cleaners and staff from unreasonable, abusive or dishonest conduct.

Our objective is not simply to close complaints.

Our objective is to use them to build a better Westbridge.